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VoiceQA ​

AI-Powered Voice Quality Assurance Platform ​

Introduction ​

Every customer interaction is an opportunity to build loyalty, solve problems, and create lasting impressions. But how do you ensure that every one of those interactions meets your quality standards?

Traditional quality assurance approaches only evaluate a small fraction of customer calls — typically just 1-3%. This means the vast majority of customer interactions go unreviewed, potential issues go undetected, and coaching opportunities are missed.

VoiceQA changes everything.

VoiceQA is an intelligent quality assurance platform that uses artificial intelligence to automatically evaluate, transcribe, and analyze every customer conversation. Instead of random sampling, you get complete coverage. Instead of subjective assessments, you get consistent, objective scoring. Instead of delayed feedback, your agents know how they performed immediately after each call.

Whether you're running a customer support center, a sales team, or a technical helpdesk, VoiceQA gives you the tools to understand, measure, and continuously improve the quality of every customer interaction.

How VoiceQA Works ​

VoiceQA seamlessly integrates into your existing operations to provide end-to-end quality assurance coverage.

Call Ingestion ​

Conversations enter VoiceQA either through automatic integrations with your telephony systems or through manual upload. Once a call recording is received, VoiceQA immediately begins processing.

Transcription ​

Using advanced speech recognition technology, VoiceQA converts voice recordings into accurate, searchable text. The system supports over 30 languages, making it suitable for global operations. Speaker identification distinguishes between agents and customers, creating a clear dialogue flow.

AI Evaluation ​

The heart of VoiceQA is its evaluation engine. Using the rules and criteria you define, the AI analyzes each conversation and scores it objectively. For every criterion, the system provides not just a score, but evidence from the conversation, reasoning for the assessment, and specific suggestions for improvement.

Insights & Reporting ​

All evaluation data flows into comprehensive dashboards and reports. Track performance trends over time, compare agents and departments, identify training needs, and measure the impact of your quality improvement initiatives.

Departments ​

Organizations are not one-size-fits-all. Different teams have different goals, different processes, and different quality standards. VoiceQA's department structure lets you mirror your organizational reality.

Organizing Your Teams ​

Create departments that match how your business actually operates. You might organize by function — Customer Support, Sales, Technical Support, Billing. Or by region — North America, Europe, Asia Pacific. Or by product line, language, or any other structure that makes sense for your business.

Each department maintains its own set of evaluation rules, its own scoring methodology, and its own performance metrics. This means your sales team can be evaluated on closing techniques while your support team is evaluated on problem resolution — each using criteria tailored to their specific objectives.

Scoring Methodologies ​

VoiceQA supports two approaches to scoring, and you can choose the right one for each department:

Fixed Scoring treats every evaluation criterion equally. If you have ten rules, each one contributes equally to the final score. This approach works well when every step in your process is equally important — for example, compliance-heavy environments where missing any required disclosure is equally problematic.

Weighted Scoring allows you to assign different point values to different criteria based on their importance. Critical behaviors can be worth more than nice-to-haves. For instance, "verified customer identity" might be worth 20 points while "used customer's name during conversation" is worth 5 points. This approach reflects the reality that some behaviors matter more than others.

Department Insights ​

Each department displays key performance indicators at a glance: how many staff members belong to the department, the overall quality percentage across all evaluated calls, and the total number of evaluations completed. Department managers can quickly see how their team is performing and drill down into the details when needed.

Evaluation Rules ​

At the core of VoiceQA are evaluation rules — the criteria that define what "quality" means for your organization. These are the standards against which every conversation is measured.

Defining Your Quality Standards ​

Rules are statements that describe expected agent behaviors or conversation outcomes. They should be clear, specific, and observable. Good rules can be objectively determined from listening to a conversation.

Examples of effective rules:

  • "Agent greeted the customer within the first 10 seconds of the call"
  • "Agent verified the customer's identity before accessing account information"
  • "Agent actively listened and acknowledged the customer's concerns"
  • "Agent provided a clear explanation of the solution or next steps"
  • "Agent asked if there was anything else they could help with before ending the call"

Each rule has a maximum score value. For weighted scoring, this represents the importance of that criterion. For fixed scoring, all rules typically have the same maximum value.

Categories for Organization ​

As your rule set grows, categories help keep everything organized. Categories group related rules together — for example, all rules related to the opening of a call, all rules related to problem resolution, or all rules related to compliance.

Categories also enable category-level reporting. You might discover that your team excels at opening calls professionally but struggles with closing techniques. This insight helps you focus training and coaching efforts where they'll have the most impact.

Call Type Specificity ​

Not every rule applies to every type of call. Some rules might only be relevant for incoming customer inquiries, while others apply specifically to outbound sales calls. VoiceQA lets you specify whether each rule applies to incoming calls, outgoing calls, or both.

Rule Performance Analytics ​

VoiceQA doesn't just apply rules — it tracks how well your team performs against each one. Over time, you can see which rules have high compliance rates and which ones agents struggle with consistently. This data-driven approach transforms quality assurance from a compliance exercise into a continuous improvement program.

Conversations ​

The Conversations module is where the action happens. This is your command center for managing, reviewing, and analyzing customer interactions.

The Conversation Queue ​

All conversations flow into a central queue where they can be searched, filtered, sorted, and reviewed. The queue provides essential information at a glance: the date and time of the call, the agent who handled it, the customer or client involved, the duration, the current processing status, and — once evaluated — the quality score.

Powerful Filtering ​

Finding the conversations you need is effortless with comprehensive filtering options:

  • By Department: Focus on a specific team's conversations
  • By Agent: Review calls from a particular team member
  • By Date Range: Look at today's calls, the past week, the past month, or any custom period
  • By Status: See only calls that are pending, processing, completed, or failed
  • By Sentiment: Filter to positive, neutral, or negative interactions
  • By Call Type: Separate incoming calls from outgoing calls

These filters can be combined to answer specific questions: "Show me all negative-sentiment calls from the sales department in the past week" or "Show me all completed evaluations for Agent John from last month."

Evaluation Workflow ​

Each conversation progresses through a clear workflow. When a call first arrives, it's marked as Pending. During transcription, the status changes to Transcribing, then to Transcribed once the text is ready. During AI evaluation, the status is Processing. When complete, the call is marked as Completed with its final score visible. If something goes wrong, the call is marked as Failed and can be manually re-triggered.

This transparent workflow lets you see exactly where every call stands and ensures nothing falls through the cracks.

Manual Controls ​

While VoiceQA can operate fully automatically, you always have manual control when you need it. You can manually trigger transcription for a specific call, manually initiate evaluation, or re-evaluate a call if rules have changed. You can also delete recordings when they're no longer needed.

Conversation Details ​

Clicking on any conversation opens a rich, detailed view with everything you need to understand that interaction.

Call Information ​

The detail view provides complete context about the call: when it was recorded, how long it lasted, the audio file for playback, and how many credits were consumed for processing. An integrated audio player lets you listen to any part of the conversation while reviewing the evaluation.

Agent and Client Context ​

You can see which agent handled the call and their average quality score for comparison. If the caller is a known client, their information is displayed along with their phone number. If the caller is unknown, you can assign them to an existing client profile or create a new one.

The Evaluation Report ​

The evaluation report is the centerpiece of the detail view. It begins with an overall score — a percentage that represents how well the conversation met your quality standards. Alongside the score, you'll see the customer's sentiment (positive, neutral, or negative) and a satisfaction indicator.

The AI provides a summary of the customer's intent — what they were calling about — and a conclusion summarizing how the interaction ended. Improvement recommendations offer high-level guidance for the agent.

Rule-by-Rule Analysis ​

Below the summary, you'll find a detailed breakdown of every evaluation criterion. For each rule, you can see:

  • The Score: Points earned versus maximum possible
  • Evidence: Specific quotes from the conversation that support the assessment
  • Reasoning: The AI's explanation for why this score was given
  • Suggestions: Concrete advice for how the agent could improve

This level of detail transforms evaluation from a simple pass/fail into a coaching opportunity. Agents don't just learn their score — they learn exactly what they did well, what they missed, and how to do better next time.

Full Transcript ​

The complete conversation transcript is available for reference. This searchable text record allows you to find specific moments, verify the AI's assessment, or simply review what was said without listening to the entire recording.

Transcription ​

Accurate transcription is the foundation of effective evaluation. VoiceQA's transcription engine converts spoken conversations into precise, searchable text.

Automatic and On-Demand ​

Transcription can be fully automatic — every call is transcribed as soon as it arrives — or on-demand, triggered manually for specific conversations. This flexibility lets you control costs while ensuring transcripts are available when you need them.

Multilingual Support ​

VoiceQA supports over 30 languages, including English, Spanish, French, German, Portuguese, Italian, Dutch, Polish, Romanian, Russian, Arabic, Chinese, Japanese, Korean, Hindi, Turkish, Vietnamese, Thai, Indonesian, and many more. This makes VoiceQA suitable for global operations and multilingual customer bases.

Speaker Identification ​

The transcription engine distinguishes between different speakers in the conversation, typically identifying the agent and the customer. This creates a clear dialogue format that's easy to read and reference.

Searchable Archive ​

Once transcribed, conversations become part of a searchable archive. You can search across all your interactions for specific words, phrases, or topics. This capability is invaluable for compliance reviews, training material development, and understanding customer needs.

Staff Management ​

Your agents are the voice of your organization. VoiceQA provides comprehensive tools for tracking, developing, and supporting your team's performance.

The Staff Directory ​

The Staff module provides a complete directory of all agents across your organization. Search by name, filter by department, and sort by various performance metrics. At a glance, you can see each agent's name, their department, when they joined, how many conversations they've handled, their average rating, and their average quality score.

Adding Team Members ​

Adding new agents is straightforward. Enter their first name, last name, and assign them to a department. You can also set an optional display alias and email address. Once added, the agent begins accumulating performance data with every evaluated conversation.

Individual Performance Profiles ​

Clicking on any agent opens their detailed performance profile. Here you can see:

Profile Information: Photo, name, email, department assignment, and when they were added to the system.

Conversation Statistics: Total conversations handled, total minutes of recorded calls, conversations that have been evaluated, and minutes of evaluated content.

Quality Metrics: Average evaluation score across all their calls, their overall evaluation rate, and performance trends over time.

Performance Visualization ​

An interactive chart shows the agent's performance over any date range you select. Choose to view average score, total minutes recorded, or total conversations handled. This visualization makes it easy to spot trends — is the agent improving? Have scores dipped recently? How does their volume compare to past periods?

Category Analysis ​

Beyond the overall score, you can see how each agent performs across different evaluation categories. Perhaps an agent excels at opening calls but struggles with handling objections. This granular view enables targeted coaching conversations focused on specific improvement areas.

Agent Notifications ​

When enabled, agents can receive email notifications with their evaluation results. This immediate feedback loop helps agents learn and improve without waiting for scheduled reviews or coaching sessions.

Clients ​

Understanding your customers is just as important as understanding your agents. The Clients module tracks customer interactions and builds comprehensive relationship histories.

Client Profiles ​

Create profiles for both individual customers and business accounts. Each profile includes:

  • Name and Logo: Easy visual identification
  • Type: Individual or Company
  • Description: Any relevant notes or context
  • Phone Numbers: All associated contact numbers with labels

Phone Number Management ​

Customers often have multiple phone numbers — mobile, office, home. VoiceQA lets you associate multiple numbers with each client, each with its own label for clarity. When a call comes in from a known number, the client is automatically linked to that conversation.

For calls from unknown numbers, you can assign them to existing client profiles after the fact. This ensures your customer interaction history remains complete and accurate.

Client Performance Metrics ​

Each client profile includes performance insights:

  • Total Conversations: How many calls you've had with this customer
  • Total Minutes: Total interaction time
  • Average Quality Score: How well calls with this customer are handled
  • Category Performance: Breakdown by evaluation category

Interaction History ​

A complete chronological history of all conversations with each client is just a click away. Review past interactions, see how quality has trended over time, and quickly access any previous call's details and evaluation.

Identifying At-Risk Relationships ​

The combination of sentiment analysis, quality scores, and interaction history helps you identify customer relationships that may need attention. A pattern of negative-sentiment calls or declining quality scores might signal a customer at risk of churning.

Integrations ​

VoiceQA seamlessly connects with your existing telephony infrastructure to enable automatic call ingestion.

Supported Platforms ​

VoiceQA currently integrates with:

  • Moldcell: Telecom provider integration for automatic call capture
  • Orange: Telecom provider integration for automatic call capture
  • Android: Mobile device recording integration for field teams and mobile workforces

How Integrations Work ​

Once configured, integrations automatically send call recordings to VoiceQA. There's no manual upload required — calls flow into the system as they're completed, ready for transcription and evaluation.

Each integration maps to specific departments, so calls from different sources can be routed to the appropriate evaluation rules automatically.

Configuration Options ​

Integration setup includes:

  • API Credentials: Secure authentication with your telephony system
  • Department Mapping: Which calls go to which department
  • Whitelist Management: Control which sources can send data
  • Sync Controls: Enable or disable synchronization as needed

Status Monitoring ​

The integration status is visible throughout VoiceQA. If synchronization is active, paused, or experiencing issues, you'll know immediately. This transparency ensures you can trust that calls are flowing correctly.

Settings and Configuration ​

VoiceQA adapts to your operational preferences through configurable settings.

Automation Controls ​

Automated Evaluation: When enabled, every incoming call is automatically evaluated against your rules. When disabled, calls are transcribed but await manual evaluation triggers.

Automatic Transcription: When enabled, speech-to-text conversion happens automatically for every call. When disabled, transcription is triggered manually on a per-call basis.

These controls let you balance automation with cost management based on your specific needs.

Agent Notifications ​

Enable or disable automatic email notifications to agents when their calls are evaluated. This feature supports a culture of continuous feedback and self-improvement.

Language Configuration ​

Select the primary language for transcription and evaluation processing. This setting ensures optimal accuracy for your predominant call language while maintaining support for multilingual interactions.

Real-World Applications ​

VoiceQA transforms quality assurance across many business contexts.

Customer Support Excellence ​

For customer support centers, VoiceQA ensures every interaction meets quality standards — not just the randomly sampled few. Supervisors can focus their attention on calls that need it most, rather than listening to hours of recordings hoping to find issues.

Agents receive immediate, actionable feedback after every call. They know exactly what they did well and where they can improve. Over time, this consistent feedback loop drives measurable improvement in customer satisfaction.

Sales Performance Optimization ​

Sales leaders can finally understand what separates top performers from the rest of the team. By evaluating all sales calls against the same criteria, patterns emerge: which discovery questions correlate with closed deals, how successful reps handle objections differently, and where in the conversation deals are typically won or lost.

This data-driven approach to sales coaching replaces intuition with insight.

Compliance and Risk Management ​

In regulated industries, missing required disclosures or failing to follow mandated procedures creates significant risk. VoiceQA ensures every required element is tracked and documented. If a disclosure was missed, you know immediately — not months later during an audit.

The evaluation records themselves serve as documentation for regulatory purposes, demonstrating that quality monitoring is systematic and comprehensive.

Training and Development ​

Learning and development teams gain unprecedented visibility into training needs. Instead of guessing which skills need development, they can see exactly which evaluation criteria have the lowest scores across the organization.

After training is delivered, measuring effectiveness is straightforward — compare scores before and after the intervention. This closes the loop on training ROI and enables continuous curriculum improvement.

Multi-Site and Remote Team Management ​

For organizations with multiple locations or distributed workforces, VoiceQA provides a consistent quality standard regardless of where agents are located. Managers can compare performance across sites, identify best practices to share, and ensure that quality doesn't vary by location.

The VoiceQA Advantage ​

Complete Coverage ​

Every conversation is evaluated — not 1%, not 5%, but 100%. Nothing slips through the cracks. Every customer interaction is an opportunity to learn and improve.

Objective Consistency ​

AI evaluation eliminates human bias and inconsistency. The same criteria are applied the same way to every call, every time. Scores are fair, comparable, and defensible.

Immediate Feedback ​

Agents learn about their performance right after calls complete — not days or weeks later. This immediate feedback accelerates learning and keeps agents engaged in their own development.

Actionable Insights ​

VoiceQA doesn't just assign scores — it provides evidence, reasoning, and specific suggestions. Feedback is constructive and actionable, turning every evaluation into a coaching opportunity.

Scalable Solution ​

Handle any call volume without adding quality assurance headcount. As your business grows, VoiceQA grows with you. The system that evaluates 1,000 calls per month can just as easily evaluate 100,000.

Seamless Integration ​

Connect to your existing telephony systems and let calls flow automatically. No workflow changes required, no manual upload overhead.

Multilingual Capability ​

Support customers in their preferred language. With 30+ languages supported, VoiceQA is ready for global operations.

Getting Started with VoiceQA ​

Implementing VoiceQA follows a straightforward path:

1. Define Your Structure Create departments that match your organization. Decide which teams need separate evaluation criteria and scoring approaches.

2. Establish Your Standards Work with stakeholders to define evaluation rules. What behaviors matter most? How should they be weighted? Organize rules into logical categories.

3. Set Up Your Team Add agents to the system and assign them to the appropriate departments. Upload photos and configure any display preferences.

4. Connect Your Systems Configure integrations with your telephony infrastructure. Map incoming calls to the appropriate departments and enable synchronization.

5. Configure Automation Decide whether transcription and evaluation should be automatic or manual. Enable agent notifications if desired.

6. Start Evaluating With everything configured, VoiceQA begins processing calls. Watch as your quality visibility transforms from sampling to complete coverage.

7. Analyze and Improve Use the dashboards, reports, and detailed evaluation data to drive continuous improvement. Identify patterns, recognize success, address gaps, and watch quality metrics rise.

Transform Your Quality Assurance ​

VoiceQA represents a fundamental shift in how organizations approach conversation quality. Moving from reactive sampling to proactive, comprehensive analysis. From subjective assessments to objective, consistent evaluation. From delayed feedback to immediate insights.

The result is better-trained agents, higher customer satisfaction, reduced compliance risk, and a culture of continuous improvement powered by data.

VoiceQA — Elevating Every Conversation.

For more information or to schedule a demonstration, contact your account representative.